Returns and refunds – bazicrystals

RETURNS POLICY

We accept returns within 30 days, starting from the day your order was delivered.

Returned items must comply with our returns policy:

Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.
Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned.
When trying on footwear, please do not mark the soles or damage the shoe box.
If an item has a Bazicrystals security tag or brand tag attached, it must be returned with the tag in its original position.
Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable.
Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.
Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
Made-to-order items cannot be returned as they have been created to your specification, unless the item arrives damaged or faulty when delivered to you.
Pre-owned products in mainland China are usually unable to provide return services, unless the product is damaged or sent by mistake.

Certain beauty items containing hazardous or flammable materials (for example, fragrances, aerosols, spray receptacles, essential oils, acid ingredients, self-tanning lotions, nail polish and remover) may pose a risk during storing, handling, or transportation. Due to the nature of these items, we are not able to accept returns. If you have questions, contact our global Customer Service team

Other products that cannot be returned due to their nature will be marked as ‘no return without reasons’ on the product page, and the specific information on the product details page shall prevail.

Please be careful when trying on your purchases and return them in the same condition you received them. We recommend that you return the item in its original packaging to avoid damage to the item during delivery. Items cannot be returned if they do not comply with the return policy.

Please note that, for the return of cross-border items, we will charge you a return handling fee of CNY 150.00 for each item, which will be deducted from your refund amount, except for in the case of wrong item received, item not as described, quality issue or faulty item.

If you placed your order as a guest, please click here to return it. If you wish to return or cancel your made-to-order item, please refer to the ‘made-to-order’ section below.

To create a better shopping experience for our customers, we offer a flexible returns policy. When we find that you have abused our return policy, we reserve the right to close your account and limit your account’s authority to place orders. Abusive return practices include, but are not limited to, high-frequency return activity, and any negligent or fraudulent conduct associated with returns.

HOW TO RETURN

When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable Bazicrystals packaging. If you cannot use the original packaging, please use other suitable packaging materials and ensure that all other packaging, boxes/bags from the brand are intact. If anything is damaged or missing from your return, you may not receive your refund.

Whether you arrange a collection or drop off your return, you’ll need to do this from the country or region you ordered to.

Here’s what you need to do:

Go to Orders & Returns if you have an account. If you placed your order as a guest, enter your guest order details here.
Find the order you want to return and click Return Item(s).
Select each item and your reason for returning.
Read and confirm the return notice.

There are two ways to return your items. Depending on your location, one will always be available.

1. Book a returns collection

Select your collection address and number of packages, schedule a collection date, suitable time and click Book Collection.

2. Return at a drop-off point near you (currently not available to China Mainland)

Select the in-store or drop-off option in your account and take the return to your chosen Bazicrystals partner boutique or courier drop-off point.

Prepare your return

Place the item inside the Bazicrystals packaging – don’t forget any brand boxes, dust bags, or cases.
Attach your Return Label to the outside of the Bazicrystals packaging.
If you received a Return Note with your order, attach it to the outside of your package.
Give the Waybill Doc to the courier. Make a note of the Waybill Number to track your return.

When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

Need to reschedule your return collection?

You can do this by heading to Orders & Returns in your account. If you placed an order as a guest, enter your guest order details here.

Important packaging notes:

Returns from different brands or partner boutiques and beauty items received individually should be packaged separately and the correct Return Label attached to the outside of each Bazicrystals package.
All the documents you need to return your item should be included in your Bazicrystals package. If you need to reprint them, head to Orders & Returns in your account, or if you placed an order as a guest, enter your guest order details here.
If you need to return items from different Bazicrystals partners, or if your order includes both Bazicrystals China products and products sold overseas, you must book a returns collection for each order separately. Simply sign in and select the collection service that corresponds to your order on the Orders & Returns page, or click here if you placed your order as a guest.

Note:

The collection service is limited to the country or region of origin. If you need to return an item from another country, you may be charged additional duties.

This maintains the original structure and eco-friendly focus while aligning with your brand “Bazicrystals.” Let me know if you need further adjustments!

REFUNDS

When your return has been accepted, your refund will be processed to your original payment method; and if the item you returned is a cross-border item, a return handling fee of CNY 150.00 for each item shall be deducted from your refund amount, except for in the case of wrong item received, item not as described, quality issue or faulty item.

Where applicable, we may be able to process your refund as Bazicrystals credit if you prefer. Once processed, it will show in your Bazicrystals account for use on your next purchase. Please note that FARFETCH credit has an expiration date, which will be communicated to you by our Customer Service team.

To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account. If you placed your order as a guest and want to track your return, enter your guest order details here

Faulty items

If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service team as soon as possible

We’ll arrange a return and process a full refund for the faulty item.